Teams Templates & Rules

Purpose

This page contains the approved codes, activity formats, and posting templates used in Microsoft Teams. Following these standards ensures all staff communicate in a clear, consistent, and searchable way.

1. Posting Codes – Quick Reference

Code Meaning Example
IBC Inbound Call taken – followed by caller’s phone number IBC 0896451061
OBC Outbound Call made – format: OBC [Name] [Phone] [Outcome/Action] OBC Andre An 0433679867 NST SMS
NST Not Spoken To – used when call did not connect OBC Andre An 0433679867 NST
SMS SMS sent – post text in same message or next line OBC Andre An 0433679867 NST SMS
Hi Andre, how are you? I hope you get the chance to view the quote we have sent via email. I am now closing this inquiry, but if you still wish to proceed, please don’t hesitate to call us at 07 3555 7900 or reply to this message. Thank you! – John – Pro Pest Control

Note: Post the full activity and message in the relevant channel for record keeping.

2. Job Booking Template

Use this format for all job postings in Pest Control QLD or the relevant technician’s channel.

Booking Field Guide

Field Description Example
RPC Residential Pest Control price for job RPC $235
Zone Zone number if applicable Zone 1
Flex Flexibility of booking time Flex: Yes
BOOKED via How booking was confirmed BOOKED via Email
Name Customer’s full name and suburb Marissa Mahony (Red Hill)
Schedule Date of service 27/8/25
Lead Source Where the job came from Renewal
Rooms Number of bedrooms 5B
TI Upsell Termite Inspection upsell? Yes/No Y
Reason for TI Decl If upsell was declined, record reason Customer already has annual TI
Will someone be home Customer home during service? Yes
Parking Parking details Driveway
BookingConf Booking confirmed? Yes/No Yes
Special Instructions Any extra notes from customer Gate code 1234
Construction/Renovation Is property under construction or renovation? No
Service Details Specific tasks or areas to cover Internal & external spray, cardboard bait station
Documents/Reports What reports/photos to submit after Residential Job Report, Photo of Sticker
Payment Amount and method to collect Collect $235 card

Example Post in Teams

———————–

RPC $235 / Zone 1 / Flex: Yes
BOOKED via Email
Name: Marissa Mahony (Red Hill)
Schedule: 27/8/25
Lead Source: Renewal
Rooms: 5B
TI Upsell Y/N: N
Reason for TI Decl: Customer already has annual TI
Will someone be home: Yes
Parking: Driveway
BookingConf: Yes
Special Instructions: Gate code 1234

Is the property currently under construction or renovation?: No

-Areas to be sprayed: Internal & external
-Bait Stations Installation: Cardboard bait station
-Residential Job Report
-Photo of Sticker
-Collect Payment of $235 card

———————-

Ensure all details are completed before posting to avoid follow-up questions.

3. Activity Note Template

For posting updates that are not job bookings. Examples:

  • OBC – calling mobile mechanics for tyre replacement
  • IBC – general enquiry about termite inspection pricing
 [CODE] – [Brief description of activity]

4. Rules for Posting in Teams

  • Use the correct channel – see Microsoft Teams SOP for channel purposes.
  • Start with the relevant code (IBC, OBC, etc.).
  • For calls, always include the name and phone number where possible.
  • When sending SMS, paste the exact message content into the same post.
  • Always complete all fields in booking templates – do not leave blanks unless truly not applicable.
  • Use plain, clear English – avoid internal jargon unless in code list.
  • Never delete or edit a post after sending – add a correction or update in a follow-up message instead.
  • Attach photos or files directly to the post for quick reference.
  • If the post relates to a payment issue, tag Accounts in the message.

 

5. Updating & Adding Codes

  • New codes must be approved by the Manager before use.
  • Once approved, add the code and definition to this page.
  • Update all staff when new codes/templates are added or changed.

✅ End of Section — This page is the master reference for all Teams codes and templates. All staff must follow these formats exactly.